Higher Education

Verbal Communication: Illustrated Course Guides, 2nd Edition

  • includes CourseMate Printed Access Card
  • Jeff Butterfield Western Kentucky University
  • ISBN-10: 1133526527  |  ISBN-13: 9781133526520
  • 150 Pages
  • Previous Editions: 2010
  • © 2013 | Published
  • College Bookstore Wholesale Price = $47.25
  *Why an online review copy?
  • It's the greener, leaner way to review! An online copy cuts down on paper and on time. Reduce the wait (and the weight) of printed texts. Your online copy arrives instantly, and you can review it anytime from your computer or favorite mobile device.

If you prefer a print copy to review, please contact your representative.

About

Overview

The Illustrated Series Soft Skills titles are designed to make it easy to teach students the essential soft skills necessary to succeed in today’s competitive workplace. This text delves into the importance of effective, professional, and polite verbal communication from speaking with clients to everyday dialogue with colleagues. Each book and companion CourseMate cover 40 critical skills, providing students with extensive knowledge they can bring with them into the real world. CourseMate brings each text to life with an audio visual eBook, scenario videos, access to Career Transitions, interactive activities for reinforcement, and Engagement Tracker, a first-of-its-kind tool that monitors student engagement in the course!

Additional Product Information

Features and Benefits

  • Employs the Illustrated Series' reader-friendly pedagogy, providing short, focused text on key soft skills needed to succeed in a technological workplace.
  • Provides timeless information about skills that make students more marketable to companies and that are necessary in the professional world.
  • Complements any course with modular content that can be integrated in existing courses or used for short courses or workshops.
  • You Try It exercises allow students to demonstrate their understanding of each lesson.
  • Yellow shaded boxes provide real world stories from today's workplace.
  • Technology@Work lessons cover Web 2.0 tools and technologies relating to each unit to ensure students' knowledge of the most current technology skills and trends.
  • End of unit Critical Thinking questions and Be the Critic exercises require students to analyze and evaluate important soft skills topics from each unit to promote independent problem solving.

Table of Contents

PART I: UNDERSTANDING THE BASICS OF VERBAL COMMUNICATION.
1. Organizing Your Messages.
2. Using Vocal Elements Effectively.
3. Understanding Nonverbal Languages.
4. Developing Credibility.
5. Giving and Receiving Feedback.
6. Overcoming Barriers to Communication.
7. Communicating Ethically.
8. Understanding Cross-Cultural Issues.
PART II: WORKING WITH CUSTOMERS.
9. Understanding Customer Service Basics.
10. Communicating Empathetically.
11. Adding Questions to Understand Problems.
12. Denying Requests.
13. Coping with Angry Customers.
14. Dealing with the Unexpected.
15. Working with Customers with Disabilities.
PART III: DEVELOPING PROFESSIONAL TELEPHONE SKILLS.
16. Exploring Professional Telephone Communication.
17. Placing Telephone Calls.
18. Receiving Telephone Calls.
19. Using Voice Mail.
20. Leaving Professional Messages.
21. Taking Calls for Other People.
22. Screening, Holding, and Transferring Calls.
23. Developing Cell Phone Etiquette.
PART IV: IMPROVING INFORMAL COMMUNICATION.
24. Communicating Informally.
25. Listening Actively.
26. Speaking Persuasively.
27. Negotiating Effectively.
28. Managing Conflict.
29. Participating in Meetings.
30. Dealing with Office Politics.
31. Making Proper Introductions.
PART V: MAKING FORMAL PRESENTATIONS.
32. Planning Effective Presentations.
33. Developing Presentation Content.
34. Rehearsing a Presentation.
35. Delivering a Presentation.
36. Building Rapport.
37. Managing Anxiety.
38. Using Appropriate Visuals.
39. Managing Questions and Answers.

What's New

  • New! CourseMate digital solution with an interactive eBook, quizzes, review games, assessment tools, and scenario-based exercises that can be automatically graded and tracked.
  • Same Illustrated reader-friendly pedagogy enhanced to tie print and digital components closely together for a more engaging learning experience.

Alternate Formats

Choose the format that best fits your student's budget and course goals

To customize your learning solution, contact your Learning Consultant for more information.

  • Non-Media Edition

    ISBN-10: 1133943853 | ISBN-13: 9781133943853

    List Price = $60.95  | CengageBrain Price = $60.95  | College Bookstore Wholesale Price = $45.75

Learning Resource Bundles

Choose the textbook packaged with the resources that best meet your course and student needs. Contact your Learning Consultant for more information.

ePack: MindLink for SAM 2013 Assessment, Training, and Projects with MindTap Reader Instant Access for Butterfield's Illustrated Course Guides - Soft Skills for a Digital Workplace + MindLink for SAM 2013 Assessment, Training, and Projects with MindTap Reader Instant Access

ISBN-10: 1305512278 | ISBN-13: 9781305512276

List Price = $151.95  | CengageBrain Price = $151.95  | College Bookstore Wholesale Price = $113.96

This Bundle Includes:

  • Verbal Communication: Illustrated Course Guides
    List Price = $63.95  | CengageBrain Price = $63.95  | College Bookstore Wholesale Price = $47.25
  • LMS Integrated for SAM 2013 Assessment, Training, and Projects with MindTap Reader, 1 term Instant Access
    List Price = $153.00  | CengageBrain Price = $153.00  | College Bookstore Wholesale Price = $153.00


Supplements

All supplements have been updated in coordination with the main title. Select the main title's "About" tab, then select "What's New" for updates specific to title's edition.

For more information about these supplements, or to obtain them, contact your Learning Consultant.

Instructor Supplements

Instructor's Resource CD-ROM  (ISBN-10: 1133526535 | ISBN-13: 9781133526537)

Now all instructor materials are available on one convenient and easy-to-use CD. Designed to help facilitate classroom instruction, this CD has instructor files unique to the textbook. A variety of ancillaries are included such as data and solutions files, syllabi, and PowerPoint presentations. All of these tools can help motivate students and enhance their knowledge and course appreciation.

Preview Guide  (ISBN-10: 1133526543 | ISBN-13: 9781133526544)

Preview the Illustrated Course Guides: Soft Skills for a Digital Workplace, 2nd Edition titles.

Review Pack  (ISBN-10: 1133525849 | ISBN-13: 9781133525844)

All data files necessary to complete lesson activities are included on this CD.

List Price = $19.95  | CengageBrain Price = $19.95  | College Bookstore Wholesale Price = $14.75

A Guided Tour of Hot Technologies  (ISBN-10: 1111825084 | ISBN-13: 9781111825089)

Add excitement to your classroom with A GUIDED TOUR OF HOT TECHNOLOGIES. Keep yourself and your students up-to-date on the hottest technologies on the Internet, from the latest Google tools to new ways to share information in the cloud. Play one of these short videos to spice up your lecture and spark classroom discussion. Or, assign a video for homework and ask students to complete the correlated assignment. A GUIDED TOUR OF HOT TECHNOLOGIES takes the prep work out of providing your students with current, engaging content relevant to their lives.

List Price = $51.95  | CengageBrain Price = $51.95  | College Bookstore Wholesale Price = $39.25

Illustrated Course Guides: Professionalism - Soft Skills for a Digital Workplace  (ISBN-10: 0538469781 | ISBN-13: 9780538469784)

Give your students a 360 degree education and a career advantage! ILLUSTRATED COURSEGUIDES: PROFESSIONALISM makes your students more successful in the classroom and in the workplace. Covering topics such as developing a personal work ethic and planning and managing a career, this streamlined book presents essential information on a topic once considered unable to be taught within the classroom.

List Price = $60.95  | CengageBrain Price = $60.95  | College Bookstore Wholesale Price = $45.75

Illustrated Course Guides: Teamwork & Team Building - Soft Skills for a Digital Workplace  (ISBN-10: 0538469765 | ISBN-13: 9780538469760)

Give your students a 360 degree education and a career advantage! ILLUSTRATED COURSEGUIDES: TEAMWORK AND TEAM BUILDING makes your students more successful in the classroom and in the workplace. Covering topics such as being a team leader and working in groups, this streamlined book presents essential information on a topic once considered unable to be taught within the classroom.

List Price = $58.95  | CengageBrain Price = $58.95  | College Bookstore Wholesale Price = $44.00

Illustrated Course Guides: Written Communication - Soft Skills for a Digital Workplace  (ISBN-10: 1439041121 | ISBN-13: 9781439041123)

Give your students a 360 degree education and a career advantage with Illustrated Course Guides: Written Communication - Soft Skills for a Digital Workplace from the Illustrated Series. This text delves into the importance of effective and professional written communication from creating professional documentation to everyday E-mail correspondence. With the signature two-page spread format, Illustrated Course Guides: Written Communication - Soft Skills for a Digital Workplace from the Illustrated Series provides reader-friendly instruction on a subject once regarded as unable to be taught within the classroom.

List Price = $77.95  | CengageBrain Price = $77.95  | College Bookstore Wholesale Price = $58.25

Illustrated Course Guides: Problem-Solving and Decision Making - Soft Skills for a Digital Workplace  (ISBN-10: 1439041148 | ISBN-13: 9781439041147)

Give your students a 360 degree education and a career advantage with Illustrated Course Guides: Problem-Solving and Decision Making - Soft Skills for a Digital Workplace from the Illustrated Series. This text delves into two of the most sought-after skills in the professional world, making students more marketable to employers. With the signature two-page spread format, the Illustrated Course Guides: Problem-Solving and Decision Making - Soft Skills for a Digital Workplace from the Illustrated Series provides reader-friendly instruction on a subject once regarded as unable to be taught within the classroom.

List Price = $77.95  | CengageBrain Price = $77.95  | College Bookstore Wholesale Price = $58.25

Web 2.0: Making the Web Work for You, Illustrated  (ISBN-10: 0538473215 | ISBN-13: 9780538473217)

Incorporating Web 2.0 lessons into your course just got easier. Introducing a new title from the Illustrated Series – WEB 2.0: MAKING THE WEB WORK FOR YOU is the perfect complement for any computing course. This streamlined book incorporates the Illustrated two page spread, keeping students engaged in Web 2.0 topics without having to sift through dense text.

List Price = $47.95  | CengageBrain Price = $47.95  | College Bookstore Wholesale Price = $36.00

Student Supplements

CourseMate with Career Transitions 2.0 Instant Access  (ISBN-10: 113366234X | ISBN-13: 9781133662341)

Cengage Learning's CourseMate brings course concepts to life with interactive learning, study, and exam preparation tools that support the printed textbook. Access an integrated eBook, learning tools including flashcards, quizzes, and more, all designed specifically to work with VERBAL COMMUNICATION: ILLUSTRATED COURSE GUIDES, 2nd Edition.

List Price = $44.00  | CengageBrain Price = $44.00  | College Bookstore Wholesale Price = $44.00

Review Pack  (ISBN-10: 1133525849 | ISBN-13: 9781133525844)

All data files necessary to complete lesson activities are included on this CD.

List Price = $19.95  | CengageBrain Price = $19.95  | College Bookstore Wholesale Price = $14.75

LMS Integrated for SAM 2013 Assessment, Training, and Projects with MindTap Reader, 1 term Instant Access  (ISBN-10: 1305442962 | ISBN-13: 9781305442962)

Go from Office user to Office expert SAM –Skills Assessment Manager – is the top online training resource for Microsoft Office suites. No matter what your skill level, SAM helps you learn with confidence so you have a better chance to make better grades. Navigate easily from day one SAM has all your course content in one easy location, offering an intuitive homepage which ensures you always get where you need to go. See how Office is used in the real world SAM training and assessments simulate the real MS Office environment, which will prepare you for more workplace success. Set yourself up for better grades Automatic feedback on assignments and a personalized study plan help you stay on track for improved grades. Student Testimonials: “My course experience using SAM has been great. It has actually helped me more in class because it lets us do an unlimited amount of training. If we do need help with something, we can just log onto SAM and do it.” - Student Westchester Community College “[SAM] told me all of the mistakes I made, and when I saw the mistakes, it allowed me to use critical thinking of what I could do to make that problem 100% correct.” - Student Hutchinson Community College CTA: Ask your instructor about SAM for this course. Visit us online: sam.cengage.com

List Price = $153.00  | CengageBrain Price = $153.00  | College Bookstore Wholesale Price = $153.00

MindLink for SAM 2013 Assessment, Training and Projects with MindTap Reader  (ISBN-10: 130551095X | ISBN-13: 9781305510951)

List Price = $153.00  | CengageBrain Price = $153.00  | College Bookstore Wholesale Price = $153.00

SAM 2013 Assessment, Training and Projects with MindTap Reader for Verbal Communication: Illustrated Course Guides  (ISBN-10: 1285851749 | ISBN-13: 9781285851747)

Go from Office user to Office expert SAM –Skills Assessment Manager – is the top online training resource for Microsoft Office suites. No matter what your skill level, SAM helps you learn with confidence so you have a better chance to make better grades. Navigate easily from day one SAM has all your course content in one easy location, offering an intuitive homepage which ensures you always get where you need to go. See how Office is used in the real world SAM training and assessments simulate the real MS Office environment, which will prepare you for more workplace success. Set yourself up for better grades Automatic feedback on assignments and a personalized study plan help you stay on track for improved grades. Student Testimonials: “My course experience using SAM has been great. It has actually helped me more in class because it lets us do an unlimited amount of training. If we do need help with something, we can just log onto SAM and do it.” - Student Westchester Community College “[SAM] told me all of the mistakes I made, and when I saw the mistakes, it allowed me to use critical thinking of what I could do to make that problem 100% correct.” - Student Hutchinson Community College CTA: Ask your instructor about SAM for this course. Visit us online: sam.cengage.com

List Price = $153.00  | CengageBrain Price = $153.00  | College Bookstore Wholesale Price = $153.00

A Guided Tour of Hot Technologies  (ISBN-10: 1111825084 | ISBN-13: 9781111825089)

A GUIDED TOUR OF HOT TECHNOLOGIES can add excitement to your classroom. These short videos about the hottest technologies on the Internet – from the latest Google tools to new ways to share information in the cloud – provide current and relevant information on technologies that you can put to use right away.

List Price = $51.95  | CengageBrain Price = $51.95  | College Bookstore Wholesale Price = $39.25

Illustrated Course Guides: Professionalism - Soft Skills for a Digital Workplace  (ISBN-10: 0538469781 | ISBN-13: 9780538469784)

Get a 360 degree education and a career advantage! ILLUSTRATED COURSEGUIDES: PROFESSIONALISM makes you more successful in the classroom and in the workplace. Covering topics such as developing a personal work ethic and planning and managing a career, this streamlined book presents essential information on a topic once considered unable to be taught within the classroom.

List Price = $60.95  | CengageBrain Price = $60.95  | College Bookstore Wholesale Price = $45.75

Illustrated Course Guides: Teamwork & Team Building - Soft Skills for a Digital Workplace  (ISBN-10: 0538469765 | ISBN-13: 9780538469760)

Get a 360 degree education and a career advantage! ILLUSTRATED COURSEGUIDES: TEAMWORK AND TEAM BUILDING makes you more successful in the classroom and more marketable to companies. Covering topics such as being a team leader and working in groups, this streamlined book presents essential information on a topic once considered unable to be taught within the classroom.

List Price = $58.95  | CengageBrain Price = $58.95  | College Bookstore Wholesale Price = $44.00

Illustrated Course Guides: Written Communication - Soft Skills for a Digital Workplace  (ISBN-10: 1439041121 | ISBN-13: 9781439041123)

Get a 360 degree education and a career advantage with Illustrated Course Guides: Written Communication - Soft Skills for a Digital Workplace from the Illustrated Series. This text delves into the importance of effective and professional written communication from creating professional documentation to E-mail correspondence. With the signature two-page spread format, Illustrated Course Guides: Written Communication - Soft Skills for a Digital Workplace from the Illustrated Series provides reader-friendly instruction on a subject once regarded as unable to be learned within the classroom. Access to a student online companion with supplemental videos is included with the text.

List Price = $77.95  | CengageBrain Price = $77.95  | College Bookstore Wholesale Price = $58.25

Illustrated Course Guides: Problem-Solving and Decision Making - Soft Skills for a Digital Workplace  (ISBN-10: 1439041148 | ISBN-13: 9781439041147)

Get a 360 degree education and a career advantage with Illustrated Course Guides: Problem-Solving and Decision Making - Soft Skills for a Digital Workplace from the Illustrated Series. This text delves into two of the most sought-after skills in the professional world, making students more marketable to employers. With the signature two-page spread format, the Illustrated Course Guides: Problem-Solving and Decision Making - Soft Skills for a Digital Workplace from the Illustrated Series provides reader-friendly instruction on a subject once regarded as unable to be taught within the classroom.

List Price = $77.95  | CengageBrain Price = $77.95  | College Bookstore Wholesale Price = $58.25

Web 2.0: Making the Web Work for You, Illustrated  (ISBN-10: 0538473215 | ISBN-13: 9780538473217)

Keeping up with Web 2.0 technologies just got easier. Introducing a new title from the Illustrated Series – WEB 2.0: MAKING THE WEB WORK FOR YOU is the perfect complement for any computing course. This streamlined book incorporates the Illustrated two page spread, keeping you engaged in Web 2.0 topics without having to sift through dense text.

List Price = $47.95  | CengageBrain Price = $47.95  | College Bookstore Wholesale Price = $36.00

Meet the Author

Author Bio

Jeff Butterfield

Dr. Jeff Butterfield holds a PhD from the University of Texas-Austin and an MBA from Indiana University, and currently is a faculty member in the Information Systems department at Western Kentucky University. Previously, Dr. Butterfield worked as an electronics engineer with several Fortune 500 companies. He quickly discovered that his writing and public-speaking abilities contributed much more to his professional success than his technical skills. This important discovery has significantly influenced his teaching and Dr. Butterfield has spent more than 15 years in higher education helping technical students develop professional skills. As technology becomes more tightly integrated with business functions, students with well-developed soft skills will enjoy a strong competitive advantage. Dr. Butterfield has worked with Cengage to develop the SOFT SKILLS FOR A DIGITAL WORKPLACE series. These titles are designed to complement any course you teach, regardless of the subject.